Financial Services Personal Loan Operations dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Financial Services Personal Loan Operations Dashboard

    The Financial Services Personal Loan Operations dashboard provides insights into the performance of personal loan cases within your organization. It allows you to monitor case statuses, identify trends, and drill down into specific details all from a single interface. This dashboard has been modernized for enhanced user experience and is automatically activated upon installation of the Financial Services Personal Loan Operations application.

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    Key Features

    • Real-time Monitoring: Users can track open and new loan cases, as well as average closing times for any specified period.
    • Role-Based Access: Users need specific ServiceNow AI Platform roles to view or edit the dashboard, such as snbomloan.b2cmanager for viewing and snbomloan.b2cadmin for editing.
    • Access Points: The dashboard can be accessed via Workspaces > Financial Services Workspace > Analytics Center or through All > Loan Operations > Analytics.
    • Use Cases: Tailored functionalities for different roles including loan managers and loan admins enhance visibility and customization.

    Key Outcomes

    By utilizing this dashboard, users can effectively:

    • Gain visibility into real-time loan case statuses.
    • Monitor SLA breaches and case aging by agent.
    • Review new case statistics and average closing times.
    • Customize views for better data representation.

    This enables your organization to enhance the management of personal loan operations, ensuring more informed decision-making and improved service delivery.

    With the Financial Services Personal Loan Operations dashboard, you can get an insight into how your team and business are performing for the personal loan cases. You can monitor the status of loan cases, see trends, and drill down into the details from a single view.

    Important:
    The Financial Services Personal Loan Operations dashboard has been modernized to give you a better user experience.

    For any time that you specify, you can view the details for the open cases, the new cases, and the average closing times of the loan cases. This dashboard is automatically activated when you install the Financial Services Personal Loan Operations application.

    Required ServiceNow AI Platform roles

    • sn_bom_loan.b2c_manager, required to view the dashboard widgets and data.
    • sn_bom_loan.b2c_admin, sn_bom_pa.admin, and pa_admin, required to edit the dashboard.

    Access the Financial Services Personal Loan Operations dashboard

    To access the Financial Services Personal Loan Operations dashboard, navigate to Workspaces > Financial Services Workspace > Analytics Center (Analytics center icon.).

    Alternatively, you can navigate to All > Loan Operations > Analytics.

    You can also access the dashboard from the Platform Analytics Workspace. For more information about the Platform Analytics Workspace, see Analytics Center.

    If you have upgraded from an earlier version, you can access the existing Core UI dashboard layout by navigating to All > Loan Operations > Dashboard.

    Use cases

    For examples of how different people in your organization can use this dashboard, see the use cases in the following table.
    User Dashboard use
    Loan manager Needs to gain visibility into the real-time status of the personal loan cases and do the following tasks:
    • Monitor all the open cases that breached a Service Level Agreement (SLA)
    • Monitor all the open cases by agent and age of the cases
    • Review all the new cases for a service, agent, or agent group
    • Review the average closing time of the cases for a service, agent, or group
    • Drill down into the details in a category.
    Loan admin Needs to be able to customize views.

    Indicators

    % of Open Cases with Breached SLAs
    Percentage of the open cases that breached an SLA on a specified day. The score is calculated according to this formula: 
    [[Number of open cases with breached SLAs] / [Number of open cases]] * 100
    Avg # of Open Cases per Agent
    Average number of the open cases for an agent on a specified day. The score is calculated according to this formula: 
    [[Number of open cases] / [Number of agents]]
    Average Age of Open Cases
    Breakdown score and trend of the open cases by age in days. The score for each service is calculated according to this formula: 
    [[Summed age of open cases] / [Number of open cases]] / 24
    Number of New Cases
    Breakdown of the new cases by the service, agent, or agent group in the last seven days. The data for cases is collected from the [sn_bom_loan_service] table.
    Average Closing Time of Cases
    Breakdown of the average closing time in days of the cases by the service, agent, or assignment group in the last seven days. The score is calculated according to this formula: 
    [[Summed Duration of Closed Cases] / [Number of Closed Cases]] / 24

    Breakdowns

    • Agent
    • Agent Group
    • Assignment Group
    • Age
    • Service